Common User Problems¶

This page describes common situations users meet while using FastSLA and how to reason about them.

An imported issue is not visible¶

Check these points first:

The issue is inside the import date window.
The source connection and credentials are working.
The import or reconcile job completed.
The project issue filter includes the issue.
The issue has a source status that maps to Start.

If the issue appears in source history but not in FastSLA, the most common causes are an import window that starts too late, a filter that excludes the issue, or missing Start history.

An issue is visible but excluded¶

Excluded means FastSLA has the issue but does not count it in SLA.

Common reasons:

Reason	What to check
Missing Start	The timeline or event history never shows a status mapped to `Start`.
Wrong first snapshot	The first observed status is already closed, paused, or resolved.
Filter mismatch	The issue type or priority is outside SLA scope.
Old imported data	Mapping was fixed after import, but runtime state was not rebuilt.

If mapping was wrong during import, reset and reimport may be needed to rebuild runtime state.

Import progress feels slow¶

Import has two kinds of work:

scan source issues
import issue history and apply changes

Scanning can take time before many visible issues appear. This is especially noticeable when the source has a long history or many changes per issue.

The progress percentage is issue-based when the source can provide an issue count. Change counts are supporting detail.

Import says many changes were skipped¶

Skipped changes are usually not a problem.

They can happen when:

FastSLA has already processed equivalent history
a source status has no SLA effect
the event does not change the current SLA state

If all changes are skipped after a reset and no issues appear, check whether the imported history contains statuses that map to Start.

A running issue is not on Overview¶

Overview shows operational attention, not every issue.

Check:

the issue is not excluded
the latest source status is not terminal
the project filter includes the issue
the issue has an active SLA phase
any active list filters are cleared

Reports may still show running measurements that do not appear on Overview if they do not currently need attention or fall outside the operational list criteria.

A closed issue appears in a report¶

This can be correct.

Reports are historical. If an issue completed inside the report window, it can count as met or breached even though it is no longer active.

Overview should normally remove terminal issues from current attention lists.

The lifecycle timeline does not start at creation¶

The lifecycle timeline starts at the first observed SLA Start, not necessarily the source creation time.

This is intentional. Creation alone is not always the contractual SLA start.

Example:

Source event	SLA effect
Issue created with status `Backlog`	No effect unless `Backlog` maps to `Start`.
Status changes to `New customer request`	Starts SLA if mapped to `Start`.

The target marker is in the future¶

For running issues, FastSLA may extend the timeline into the future so the target remains visible.

The Now marker shows where current time is. The future part of the graph gives context for the upcoming response, resolution, or deadline target.

Business-hours timing looks different from wall-clock time¶

Business-hours policies only count configured working time.

This means:

evenings, weekends, and holidays may not count
targets can appear later than a simple clock-time calculation
warning notifications for business-hours SLAs are sent during open business time

Continuous policies do not pause outside business hours.

Report percentage looks too high or too low¶

Remember the denominator:

met / (met + breached)

Running and paused measurements are unresolved and excluded from the percentage. They are shown separately so you can see incomplete work without distorting completed compliance.

After changing mapping, old issues still look wrong¶

Some changes affect how future events are interpreted. Already imported runtime state may still reflect the earlier configuration.

Use this approach:

Correct the mapping or filter.
Test with a small known issue sample.
If old runtime data was built under wrong assumptions, use Reset project data.
Reimport the intended date window.
Recheck Issues and Reports.